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IdaP's avatar
IdaP
8 months ago

Missing electronic payment

One of my customers has paid for an invoice on 18th March 2024 using the PayNow fuction. MYOB has triggered a receipt to acknowledge the payment. Unfortunately, we are unable to see this transaction ...
Earl_HD's avatar
Earl_HD
MYOB Moderator
8 months ago

Hi IdaP,

Thanks for your post, and welcome to the Community Forum! There are several potential reasons for this issue. First, it's important to thoroughly review the account linked to electronic payments, as payments can sometimes end up in unexpected places due to configuration settings. For further information and guidance, you can also visit this help page which provides more details about Making electronic payments. 

 

Feel free to post again, we're happy to help!

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Regards,
Earl

  • IdaP's avatar
    IdaP
    8 months ago

    Hi Earl,

     

    Thanks for your reply. Perhaps my original message was not cleared. One of our customers has made a payment by clicking Pay Now on the electronic invoice. According to his bank statement, the payment was successful, but it is not showing up in the Bank Transactions.

     

    This customer has made 2 payments, only this was not reflected in MYOB. Do you have other insight to this please?

     

    Thanks,

    Ida

    • Earl_HD's avatar
      Earl_HD
      MYOB Moderator
      8 months ago

      Hi IdaP,

      Thank you for getting back to me. We may need to investigate this further on the backend. Could you please send me a private message with the following details:
       

      • Invoice amount
      • Serial Number
      • Date of the payment

      Looking forward to your response.
      Regards,
      Earl

      • IdaP's avatar
        IdaP
        8 months ago

        Hi Earl,

        Please see below for the information required. I have attached a screenshot of the invoices which were sent to this customer. We have received the payment one of the invoices successful. Customer was able to show proof that this payment has been deducted from his account.

        • Invoice amount: AUD2750 GST inclusive
        • Serial Number: I am assuming you are referring to the invoice number. It is 1236.
        • Date of the payment: 17th March, 2024

        Please let me know if you need further information. Looking forward to hear from you soon.

        Best Regards,

        Ida

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